Calling and SMS with your Leadgains number

Brief overview

When your Leadgains number is connected, you can call and send SMS messages to contacts from Conversations in app.ldgns.be. All calls and messages end up on the contact's timeline, so your team can see what happened afterwards.

Calls are made via Voice over IP. This means that you call via the microphone and speakers of your computer or via the mobile app, without having to use your private number. The associated Leadgains number is used as a business number.

Preferably use a headset for customer conversations. This results in less echo, less background noise and a more professional experience for the person on the other end.

SMS works from the same conversation screen. You choose the correct sending number, write your message and send it directly from Leadgains. This is especially useful when WhatsApp is not available, when someone prefers to receive SMS, or when you want to follow up quickly after a missed call.

Video explanation

Watch this video to see how to make calls from Conversations and from the pipeline, how to add notes or appointments during a call and how to save the correct result after the call.

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Ways to call

You can call in different ways. Which route you use depends on where you are working at that moment.

Way	When to use?
From Conversations	Best choice when you are already in the conversation and want to immediately see the history, messages and notes.
Via the general call button	Useful when you want to quickly dial a number, call back a recent number or search for a contact.
From a contact sheet	Useful when you first check the contact's details, tags, appointments or notes.
From the pipeline	Useful when you follow up on lead cards or opportunities and want to call a contact directly from the pipeline.
Via Manual Actions	Use this when you have a call queue ready, for example for leads assigned to your team by a workflow.
Via the mobile app	Use this when you are on the road and still want to call from the Leadgains business number.

Calling from the pipeline

The pipeline is useful when you want to quickly follow up on multiple leads. You can immediately see which phase someone is in and can call directly from the lead card.

Step 1 - Open the appropriate pipeline stage

Go to your pipeline and choose the phase you want to follow up. For example, consider Opt In, Contact replied, Call before intake, No Show or Cancel.

Step 2 - Call, make an appointment or add a note

You will see action buttons on each lead card. Click on the phone icon to call the person immediately. If you want to make an appointment immediately, click on the calendar icon. You can also add a note so that important context remains with the lead.

Pipeline in Leadgains with phone icon and calendar icon highlighted on lead cards — From the pipeline you can quickly make a call, make an appointment via the calendar icon or save context with a note.

Step 3 - Work per phase with a clear reason for calling

Pipeline phase	Why call?
Opt In	The lead has shown interest, but has not yet booked an appointment.
Contact replied	The lead responded. So there is already interaction and calling can accelerate the next step.
Call before intake	Call people who have an appointment soon to invite them personally and increase the chance of showing up.
No Show or Cancel	Call to reschedule and reschedule where possible.

Calling from Conversations

Step 1 - Open the conversation and click on the phone icon

Go to Conversations and open the conversation of the person you want to call. Check the name and phone number. Then click on the bell icon or telephone icon at the top right.

Conversation in Leadgains with arrow pointing to the phone icon at the top of the conversation — The phone icon is at the top of the conversation screen, next to the other action buttons.

Step 2 - Select the correct outgoing number if necessary

If your account has multiple phone numbers, check the field Calling From or the shipping number in the call window. Use the number that belongs to this branch, campaign or employee.

If you only see one number, Leadgains will automatically use the available or assigned number.

Phone menu in Leadgains with number and Call button — Dial the correct number and click Call to start the call.

Step 3 - Have the conversation via your computer

After clicking, the call window opens. Leadgains calls the person using the linked number. Speak via your computer, headset or mobile app.

You can continue to work in the software while calling. For example, you can create an appointment, take notes, check the contact or via Scripts load a call script.

Outgoing call in Leadgains with Message Notes Scripts and End Call buttons — The call window remains available while you continue working in Leadgains.

Step 4 - Use the buttons in the call window

Button	Meaning
Mute	Turn off your microphone temporarily. The customer will then not hear you.
Hold	Place the call on hold.
Dial/Keypad	Use this when you need to enter numbers, for example in a selection menu.
Notes	Take notes right away while the context is still fresh.
Scripts	Open a call script during the call.
Transfer	Transfer the call to a colleague or other number, if this option is active.
End Call	End the conversation when you're done.

Note screen next to an active outgoing call in Leadgains — You can immediately add notes during the call, so that important context remains on the contact.

Step 5 - After the conversation, choose the correct outcome

After End Call Leadgains opens a call summary. Choose the disposition that suits the conversation. Use More Dispositions when the option you need is not immediately visible.

Result	When to use?
No Answer	You called, but the person didn't answer.
Voicemail	You left a voicemail or went to voicemail.
Requested Appointment	You made an appointment or specifically scheduled it during the conversation.
Call Back Later	The person wants to be called back later.
Not Interested	The person clearly indicates that he or she is not interested.
Incorrect Number	The telephone number is incorrect or you have reached the wrong person.

Call summary in Leadgains with options No Answer Voicemail Follow Up Requested Appointment Not Interested and Incorrect Number — After the conversation, choose the correct disposition and then click Done.

Step 6 - Update the contact immediately

Click Done to save the call result. Then check whether the correct next step has been registered: appointment, note, task, tag or follow-up. This way the conversation remains useful for everyone in your team.

These call results also help to see later in reports who is calling, how many calls are taking place and which outcomes often occur.

Add and use call scripts

Call scripts help your team have conversations more consistently. New employees do not have to improvise, and experienced employees are less likely to forget important questions or closing statements.

Add a call script

Open Settings in Leadgains.
Go to Phone System and open Voice.
Click Call Scripts.
Click Add Script.
Give the script a clear name, for example New lead - introduction.
Paste or write the text of the script.
Click Save.

Call scripts tab in the telephone system with Add scripts button — Add scripts via the Call Scripts tab in the telephone system.

Use a call script during a call

Start or receive a call.
In the call window, click Scripts.
Choose the correct script from the list.
Follow the script during the conversation and add any deviations or important answers to the contact.

Call script panel next to an active outgoing call — During a call you can open the correct call script via Scripts.

Recommended structure for a good call script

Part	Example
Opening	"Hello {{contact.first_name}}, you are speaking to [name] from [club]. Should I call?"
Context	"You had shown interest in our trial lesson / introduction / promotion."
Qualification	"What is the most important reason for you to start now?"
Appointment proposal	"Then a short introduction seems best. Is [day/time] or [day/time] better?"
Objection	"I understand that. What would make it easier to come by without obligation?"
Closure	"Great, then your appointment has been scheduled. You will receive confirmation shortly."

Call scripts support quite simple text. Use short sentences, clear subheadings and specific questions. Avoid long paragraphs that are difficult to read during a live conversation.

Use SMS with your Leadgains number

You send SMS from Conversations. Open the conversation, choose the SMS channel and check the send number before sending the message.

Open the correct contact Conversations.
Choose SMS in the message composer.
Check the field From. Choose the correct Leadgains number if multiple numbers are available.
Check the field To when the contact has multiple phone numbers.
Write your message and click send.

Use SMS mainly for short, direct communication. Consider quick feedback after a missed call, an appointment confirmation or a short question when WhatsApp is not available.

SMS's are charged per segment. Long messages, special characters, and emojis can cause a message to have multiple segments.

Incoming calls and missed calls

When someone calls your Leadgains number, we forward that number to the club's number. The caller will therefore automatically be directed to the current club number or to the number you have chosen as the receiving number.

Who gets the call?

The call comes in to the club's number. Anyone who normally answers the phone for the club also answers calls that come in via the Leadgains number.

What happens if no one answers?

If no one answers, the caller can leave a voicemail. You can listen to that voicemail afterwards in Leadgains during the correct call or contact.

Voicemail settings in Leadgains with audio file upload zone — If voicemail is active, the voicemail can be listened to afterwards in Leadgains.

In addition, Leadgains can automatically send out a short SMS message after a missed call. For example:

Hey, we missed your call. How can we help you?

Indicative prices for calls and SMS

Telephony and SMS are generally charged per usage. Twilio is the technical provider behind many telephony and SMS functionality. The exact cost may depend on country, number type, direction, volume, any platform costs and the way your Leadgains account is billed.

The amounts below are rounded indicative prices in euros. They are based on public Twilio prices in USD, converted on June 5, 2026 at approximately 1 USD = 0.86 EUR. Always check the current Twilio page before estimating costs precisely.

Country	Send SMS	Receive SMS	Call local number	Call mobile number	Receive call
Belgium	approximately EUR 0.10 per segment	approximately EUR 0.01 per segment	approximately EUR 0.06 per minute	approximately EUR 0.03 per minute from EEA	approximately EUR 0.01 per minute
Netherlands	approximately EUR 0.10 per segment	approximately EUR 0.01 per segment	approximately EUR 0.02 per minute	approximately EUR 0.02 per minute from EEA	approximately EUR 0.01 per minute

These amounts are indicative and exclude possible VAT, taxes, carrier fees, number costs, recording costs, transcription costs or additional platform costs. Long SMS messages can have multiple segments.

Current sources:

Common problems

I don't hear anything or the person doesn't hear me.

Check whether your computer is using the correct microphone and speaker. Give your browser permission to use the microphone and test with a headset if necessary.

The phone icon does not work.

Check that the contact has a valid phone number, that you are working in the correct account, and that your user has access to calling. Refresh the conversation if the call window does not open.

The wrong number is calling.

Check the field Calling From in the call window. If you don't see a choice, the number may be associated with your user or the account's default setting.

I don't see my call script.

Check if the script is saved under Settings > Phone System > Voice > Call Scripts. Then reopen the call window.

I don't immediately see Requested Appointment or Not Interested.

Click More Dispositions in the call summary. There are additional results that are not always immediately visible at the top.

An incoming call goes to voicemail too quickly.

Check the Incoming Call Timeout and the call forwarding settings. Too short a timeout can give your team insufficient time to answer.

Sending SMS seems more expensive than expected.

Check if your message consists of multiple SMS segments. Long messages, special characters and emojis can increase the segment count. Also check the current Twilio prices for the correct country.

I selected the wrong call result.

Immediately add a clear note to the contact with the correct outcome. Then check whether appointments, tasks or follow-up still need to be adjusted manually.